Pathetic Customer Service

For days now i have been calling both your customer care and insurance contact centers with no joy. I need to submit an insurance claim but when i called insurance they say im not insured for my current contract which i upgraded in 2019 and the insurance i pay for monthly is for my previous device! I have been asking for the documents when my upgrade was done an still have not received! I have been asking for call recordings that i made in 2019 confirming my insurance and i still havent received. I will be going to the fais ombudsman if i dont receive a response to this complaint today!